Front Office Coordinator

About the Role

Mindpath Health exists to increase access to mental health care that helps people thrive. We do this by empowering our clinicians, investing in our people, and caring for the communities we serve. 

The Front Office Coordinator (FOC) serves as a key member of the Front Office team supporting our clinicians and our patients. The FOC provides excellent, friendly customer service throughout all aspects of patient contact, fostering a welcoming, safe, and patient-centered environment. The FOC performs all front desk and general administrative duties related to coordination of the patient’s care utilizing Electronic Health Record and Practice Management systems to ensure patient records are accurate and up-to date, and to communicate across departments in accordance with Mindpath Health’s specifications.

This role is full-time, 40 hours per week, Monday through Friday, onsite in our Kissimmee office.

Responsibilities

Provides a positive patient experience by:

• Serving as the first point of contact for patients and visitors upon arrival, greeting all patients and visitors with excellent customer service
• Scheduling patient appointments as needed
• Answering incoming calls/messages and appropriately addressing or triaging phone requests including requests for appointments, form completion, questions about medication, etc.
• Communicating all patient messages on a timely basis to the clinical staff
• Regularly collecting co-pays (if not paid online) and obtaining payment for patient balances if appropriate
• Explaining patient paperwork and ensuring its completion
• Collecting and updating patient demographics and insurance information
• Assisting patients in understanding Mindpath Health policies, procedures, and services when necessary
• Recognizing when situations require escalation to management or clinical teams to ensure patient safety
• And satisfaction
• Utilizing effective de-escalation techniques to manage interactions with upset or frustrated patients,
• Maintaining a calm and professional demeanor

Supports clinicians in the office through the above and by:

• Informing clinical staff of patient arrivals and any scheduling changes
• Maintaining a thorough knowledge of each clinician’s needs and preferences
• Sorting and triaging incoming communications
• Providing general administrative support including faxing, copying and scanning for clinicians and other office personnel as needed

Contributes to a collaborative and friendly work environment by:

• Establishing and maintaining a positive working relationship with front office team, team lead, operations supervisor, rom and clinicians
• Communicating effectively with Front Office Team, Team Lead, Operations Supervisor and ROM on process improvements, daily needs, etc.
• Identifying priority patient satisfaction issues and suggesting recommendations for resolution.
• Complying with company policies and procedures and following strict patient privacy procedures

Qualifications

• Required: EMR/EHR or practice management systems experience.
• Required: Bilingual in Spanish and English.
• High school diploma, or equivalent.
• 2+ years of recent experience such as clerical, administrative, receptionist and/or front office coordinator.
• 1+ year of demonstrated customer service skills (within a healthcare setting)
• Basic proficiency with Microsoft Office (Outlook, Excel, and Word); multiline phone experience; accurate typing/data entry skills.
• Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, clinicians, management, staff, and other customers.
• Empathy and compassion when working with individuals experiencing mental health challenges.
• A calm, professional demeanor when managing upset patients or families.
• Excellent oral and written communication skills.
• Strong attention to detail with the ability to prioritize and multitask in a fast-paced environment.
• Effective problem-solving skills and the ability to think quickly under pressure.
• Demonstrated ability to use appropriate judgment, independent thinking and creativity when resolving customer issues.
• Strong organizational skills and attention to detail.
• Ability to work independently or as part of a team.
• Must be able to maintain strict confidentiality of all personal/health sensitive information

The Benefits
We offer a robust benefits package to include:

• Medical, Dental, Vision, and EAP
• LTD/Life Insurance
• 401k wit